Fonality Features
Fonality Phone Systems make enterprise-class features accessible to SMBs — features that were previously reserved only for those that could afford it. Now for as little as $3000, you can sound and operate like a large enterprise.
| Edition Features | Small Office | Enterprise | Call Center |
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FONcall® is a plug-in for the Firefox web browser which turns any phone number on any web site into a click-to-call link. Click the link and your phone will automatically dial — it’s that simple. FONcall will even take your Aastra off-hook so the whole experience is hands-free. Use FONcall with CRM software for instant productivity gains.
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Want to play different messages to callers at different times of the day? Or perhaps you want an entirely different Call Menu on weekends and holidays (new!), with different options for your callers to choose from.
Use Fonality’s intuitive Scheduler to create and apply schedules that will make your phone system work for you - even when you have gone home for the day!
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Have a small office that opens when your first employee arrives and closes when your last employee leaves? Night mode is a feature for companies that want to "turn on" their phone system in the morning with a few key presses and put it to night mode at the end of the day with a few key presses.
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Want to glance quickly at your phone and view the status of employees’ extensions? Fonality now has BLF with Aastra phones. From the company directory in the User Control Panel, you can now set and sort the employees that you would like to appear on your BLF buttons.
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Fonality’s most powerful feature is its Auto-Attendant. This is the feature that lets callers "Press 1 for Support" or "Press 2 for Sales". Fonality’s Auto-Attendant is as easy as it is powerful. With simple clicks of the mouse you can manage call flow, build scheduled responses, forward calls off-site, and more.
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Your Fonality system comes with over 1000 hours of voicemail storage, and 4 easy ways to retrieve messages:
- One-touch from your office phone.
- Dial in remotely from any phone.
- Attached to your email as .wav files.
- Listen via our web control panel.
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Receive your voicemails as emails! Your Fonality System comes preconfigured to send each employee an email notifying them of new voicemail messages. Or, with a click of the mouse, configure your extension to attach the actual voicemail (as a .wav file) to the email. No POP3, SMTP, IMAP, or Exchange configuration required!
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Have more employees than you do desks and phones? No problem! Use Fonality’s "hot desk" feature. With a couple of clicks of the mouse, your employees will have their extension and voicemails following them from desk to desk.
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Music On Hold (MOH) is as simple as uploading MP3 files using the web-based administration panel. Fonality Small Office comes with 2 playlists, Enterprise and Call Center come with unlimited playlists, giving you the ability to play different audio tracks for calls coming into different departments or queues. Use MOH creatively to highlight promotions to new customers, up sell current customers, or assuage angry customers calling your support team.
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On the surface, Fonality is the world’s easiest-to-use enterprise PBX. Under the hood, Fonality can do all sorts of custom tasks such as database dips, CTI integration, Internet look-ups (RSS feeds), text-to-speech, and more. Want to hear the system’s powerful CTI in action? Call 310-861-4392 and press #2.
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Fonality is the most flexible phone system on the market today, supporting all analog phones and numerous IP phones including Aastra and Polycom.
Fonality supports MWI (message waiting indicator) on all IP Phones and utilizes stutter-tone on analog phones to indicate voicemail waiting. Analog phones support multiple call appearances via call-waiting flash-hook.
Supporting inexpensive phones — just another way Fonality helps keeps your cost of ownership down.
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Each Fonality System comes with a free Blast Group. A Blast Group takes one inbound call and rings all phones. The first to pick up gets the call. Of course you get to choose which phones go into the Blast Group, and which get to enjoy peace and quiet!
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Users can use their personal Web Control Panel to enable call forwarding to an internal extension or external number.
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Fonality comes pre-configured with a professional "spell-by-last-name" directory. Callers are simply prompted to "spell the first three letters of the party’s first or last name" and then automatically connected to the requested extension. Don’t want to be in the Name Directory? No problem. Your Fonality System administrator can easily exclude specific extensions.
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Have more employees than you do phone numbers? With one click of the mouse, you can assign an inbound phone number to an employee. DIDs have never been so easy!
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Fonality comes VoIP ready – with a couple of clicks of the mouse you can connect the Fonality System to an unlimited number of VoIP Providers (SIP or IAX).
Not ready to make the VoIP plunge yet? No problem. With Fonality VoIP Phone System, you can keep regular calls going out over POTS / PSTN and just use VoIP for inter-office or intra-office basis. This way all organizational communication will be 100% free. This includes telecommuters!
Switching to VoIP brings other benefits, such as: change outbound caller-ID on a per extension basis, having more inbound than outbound lines (or vice-versa), ordering virtual numbers from other area-codes, and more! Get VoIP’d today!
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Fonality allows VoIP-users a PSTN back-up in case of Internet service interruption. Virtual PBX products offer no PSTN back-up, and, if your internet service goes down (there is no 100% guaranteed up-time), your business telephone line goes down with it – which is unacceptable. Go with Fonality, where we cover all of your bases for you!
Your PSTN-Fallback is automatic. Fonality System detects poor (or zero) Internet quality and immediately steps your system into PSTN mode. Seamless – just the way you need it to be!
Note: Fonality System also runs in PSTN-only mode if desired. This means that you can use Fonality without any external VoIP!
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Telecommuting is the wave of the future — proven to increase employee satisfaction and enhance their effectiveness. You’ll be glad to know that Fonality was built with telecommuting in mind. In fact, our telecommuting technology is so effective that it’s patented!
Employees can travel outside the office or between offices with an IP phone (or softphone) and keep their same extension numbers. Never again will you have to leave the message, “I am out of the office today.” Answer your extension from home, the hotel, or even your cell phone as if you’re still glued to your cubicle!
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Purchase a low cost Fonality server for each office, then with a few clicks in the control panel, link your servers to take advantage of free office-to-office calling via VoIP, four-digit dialing between any employee, and call forwarding to any extension in your linked Fonality server network.
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Our award-winning web interface comes in two flavors:
- An admin panel for administrators, giving them the ability to manage all aspects of Fonality remotely.
- A user panel for individual users, allowing them to manage their personal configurations (such as listen to voicemail, set up call forwarding, enable FindMe, and much more) from anywhere in the world!
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From the Fonality Web Admin Panel, you can view real-time call logs for all extensions with powerful search and filter parameters. We also provide real-time billing (available for those that use our VoIP network) so that at any snapshot in time, you can see just how much you are spending, company-wide, on telephone calls.
From the Fonality Web User Panel, individual users can look at their call logs - and return calls with the click of a mouse!
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Allow callers to find you wherever you are: on your cell phone, at home, or at a branch office based on rules you create. Make FindMe work for you with various features such as: a scheduler, simultaneous ringing, and privileged lists. Our new FindMe feature is even smart enough to sense when you have walked away from your desk and thereby ring you on your cell phone.
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Welcome to our trademark Boomerang Mobile Integration feature. Used in conjunction with FindMe, Boomerang Mobile Integration allows you to send a call that has been forwarded to your cell phone right back to any extension. Simply press a few keys on your mobile phone and... presto... that call is redirected to your assistant or back to your own desk. You can even record calls on your mobile using Boomerang!
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Call screening allows you to talk to who you want, when you want. When you enable FindMe® on your extension, you can optionally use call screening to screen the calls that are forwarded to your mobile, home, or other phone numbers. Before the call is forwarded, the voice prompt will ask the caller to record their name, and that recording will be played to you before you accept the incoming call. Fonality takes call screening to the next level!
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Music On Hold (MOH) is as simple as uploading MP3 files using the web-based administration panel. Fonality Enterprise and Call Center comes with unlimited playlists, giving you the ability to play different audio tracks for calls coming into different departments or queues. Use MOH creatively to highlight promotions to new customers, up sell current customers, or calm angry customers calling your support team.
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Conference bridges were once thought to be unaffordable. Now, Fonality Enterprise comes preconfigured with 3 conference bridges, and Fonality Call Center with 5! Each bridge supports an unlimited number of internal participants and as many external participants as you have phone lines.
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Your organization may not be flat - meaning that some employees have responsibilities that others do not. Well, your Fonality System understands this too. Our new "groups" system allows you to build extension groups and then assign permissions to those groups. Examples of Fonality permissions are:
- Zone Paging/Intercom
- ACD - Record other’s queue calls
- ACD - View queue reports
- ACD - Agent login / logout
- Call Forwarding
- Check Voicemail
- Barge
- Call Privacy (who’s talking to who)
- Block call "stealing"
- Record my calls
- Dozens more!
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Your business may have several numbers for different departments. With Fonality’s multiple Auto-Attendants, you can direct calls to a different call menu based on the inbound number.
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Want to send a page to the whole company or just a certain set of employees? Simply build a "group," assign that group an extension number and begin paging them!
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Many companies offer Intercom, but do you know any others that offer Zone Intercom? Now with Fonality you can dial a zone and have an ad-hoc conference with everyone in that zone!
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Want to send a voice message to multiple people? Use our Voicemail Group feature to easily build groups of people. Then just dial the number of your group and leave a message. Seconds later everyone in the group gets a new voicemail!
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With a few clicks of the mouse you can forward an extension to another extension, a cell phone, or even to another part of your Auto-attendant. This let’s you build creative IVR trees to meet the needs of your business.
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When listening to their voicemail, your employees can press a key to call the person right back. This feature can be enabled or disabled on a per-employee basis.
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When accessing Fonality’s voicemail system, your employees can make outgoing calls. This can be a great toll-saver allowing "billable" calls to be kept within your domain. You can enable or disable this feature on a per-employee basis.
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Extend Fonality’s powerful reporting engine to create .csv files that you can import into applications such as Excel and Access.
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Fonality Business Phone System lets you customize the inbound Caller-ID name/number to each department and lets you change your outbound Caller-ID on a per-extension basis. This allows you to block, reveal, or change the Caller-ID of every extension in your office! Note: Fonality can *not* change your outbound Caller-ID if you are using POTS lines. For 911 reasons, POTS outbound CallerID is always controlled by your carrier.
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With a click of the mouse, you can password protect any part of your Auto-Attendant. Use this feature to protect your Conference Bridge or your priority queues.
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This feature gives you the ability to enter an SMS or pager email address in order to receive voicemail notifications on that device. These notifications are short in length and do not include the actual audio attachments.
This feature can be used in conjunction with our Voicemail-to-Email feature. This means you can receive similtaneous email alerts (including optional audio attachments) to one email address and SMS/pager notifications to another address.
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This feature gives you the ability to upload highly professional prerecorded voice prompts when simple recordings from your phone just won’t do.
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View the real-time status of trunks in the administration control panel to ensure that your digital and analog PSTN interfaces are operating correctly. Here you can quickly see whether your cards are connected, determine whether they have alarms, view the PRI status, and more.
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Each queue comes with a variety of options:
- Personalized audio announcements give your queue that professional sound.
- "Hold Time" announcement frequency customization.
- User/agent priorities for more effective call routing.
- Hold time limits so callers do not remain in your queue for extended periods of time.
- Caller limits for keeping queue call volume to a manageable level.
- Length of time after fielding a call before the same agent is called again.
- And much more!
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A.C.D. (Automatic Call Distribution) allows you to route incoming calls to your users/agents in many different ways to facilitate your business needs:
- Ring all — 1st to pickup gets the call.
- Ring one person at a time in order.
- Ring in order, with memory.
- Ring least recently called.
- Ring user with the fewest calls.
- Ring a random person.
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Assign each agent a priority, and your queue will distribute calls to them accordingly. This means you can pass more leads to your star closer, or pass fewer leads to your underperformers. Fonality Business Phone System has an additional layer of prioritization based on agent order. This means you can have similarly skilled agents who receive calls in an ordered round-robin fashion.
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View graphical reports on every detail of your queues, such as abandoned calls, completed calls, hold time, average call length, agent productivity, and much more. Also view graphs of call volume and call completion by day, weekday, or even hourly average. These averaged reports are great tools for proper staffing predictions for your call center!
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Choose an agent, and select how many of their calls you want to record. Fonality Phone System will then record this specified number of calls and automatically stop recording when the limit is reached. Call recordings capture agent name, agent extension, date, time, Caller-ID, DNIS and file size. Using our web-based interface, you can then listen to calls right from your computer speakers, or download them to your local drive.
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Want your agents to be automatically logged out of their queues upon missed calls? Well, you can now decide, on a per-agent basis, how many calls that agent can miss before they are logged out.
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Remote agents on cell phones or analog home phones can now seamlessly participate in your queues. This means that callers will never know if the answering agent is on an IP phone in your office, or on a mobile phone in another part of the world!
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Would you like to know how many callers are in your queues? Need to know which agents are logged in? Need to know which of your agents is already on a call? The Fonality web GUI answers all of these questions, helping you to manage your queues with real-time stats.
| HUD Features | Small Office | Enterprise | Call Center | Queues |
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Employees can send instant messages on your own private chat network. This feature is perfect for companies that have turned off external chat as a time-saver and call centers that want to text-whisper to agents while on the phone. All chat messages are encrypted by industry standard SSL 128 bit encryption.
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[+] Google Contacts
Chat with your external Google contacts directly from within HUD. Users are able to either add a single Google Talk contact, or import their entire Google Talk contacts into HUD.
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[+] Photo Caller-ID
HUD just got a facelift, errr a face. Once a user uploads their photo via the Web User Panel, you will now see their gorgeous mug whenever you interact with them in HUD (calling, conference, voicemail). In addition, we now support the Outlook 2007 photo feature to show pictures for calls to/from external numbers.
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[+] Visual Voicemail
Wherever you HUD, there's your voicemail! The new visual voicemail component enables users to play, delete, and flag their voicemails, in addition to calling the user back, initiating a chat with the user, or adding the user to Outlook. HUD Voicemail also supports Photo Caller-ID, allowing you to see that befitting smirk while they are yelling at you.
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[+] Contact Cards
Mouse over a contact to show their name, photo, and other contact details
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[+] Desktop Alerts
When your extension rings, an optional desktop alert displays, informing you of the call and Caller ID. Desktop alerts show the names of people calling your extension for Caller IDs stored in your Outlook contact database. You can also display this alert when making outbound calls.
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Instantly place a call by selecting a phone number in any file or application and dragging it into HUD.
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Transfer an incoming call directly to your own voicemail when you’re busy with another call.
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Place calls on hold by transferring them to your on-hold area when you need to take another call.
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Inbound Calling: When your phone rings, the Caller-ID will be analyzed against your Outlook Contacts. If a match is found you will see the person’s name pop-up!
Call from your Inbox:
Right-click on a contact or email message to call. Your phone rings and you’re connected!
Contact Import: Users are now able to import all HUD Contacts into their Outlook
Outlook 2003 or above is required
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[+] Easy Dialer
Place a call directly from HUD by typing in the desired phone number and clicking "Call". HUD will call your extension first, and then connect you to your outbound call.
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See what the status is of your coworkers with HUD’s color coded call status:
- Green - Inbound/outbound call
- Orange - Queue call
- Purple - Intraoffice call
- Grey - Unregistered
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[+] Mobile Presence
Mobile presence provides a visual presence to other HUD users when a contact's cell phone is connected to the system. Users are prompted with the Busy Ring-Back™ dialog when attempting to call a contact who is on their mobile.
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Trying to call someone (using HUD) that is already on a call? You will now be given a choice to call them back when they are free, leave them a voicemail, or just be pushy and interrupt them right away, dang it, because that’s just the way you roll.
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Ever been stuck on a call but you need to leave the office? You can now take the call with you by transferring the call to your own mobile phone!
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Ever need to know who was on a conference call quickly? With the visual Conference Component users now are able to see the all the participants in a conference bridge, in addition to the option to kick, mute, record, email, and chat with other participants in the bridge.
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[+] Click to SMS
Ever need to send a quick note to a co-worker on their mobile phone? Save time and do it from directly from HUD. Send a one-way SMS by right-clicking on your desired contact in the Contacts component and selecting "Send SMS".
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[+] Click-to-Email
Click the email icon to easily send an email to any employee in your company. The email address will be pulled from your PBXtra company directory.
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Click the mobile phone icon to instantly call any other employees on their cellular phones. The phone number is pulled from your PBXtra company directory.
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Need to quickly know which employees are on the phone? HUD sorts your extensions in "continuous" mode, so you can always have your active callers at the top of the list. Perfect for managers who need visibility into employee activity levels.
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To transfer calls to any extension, voicemail box, on-hold or parking area, simply drag the call with your mouse from the call status area to the desired location.
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[+] Call Parking
HUD provides all employees the ability to view calls that are currently parked; tag parked calls with reminder notes; and drag calls between extensions, on-hold areas, and the parking area.
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[+] Extension Groups
For maximum efficiency, organize your display by departmental groups that mimic the way you operate. Simply build a group and start dragging extensions into it.
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[+] Operator Panel
HUD provides your organization with a full-featured operator panel, including unlimited on-hold and parking areas for every employee and easy tools for managing and transferring calls.
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[+] Queue Status**
Managers can see which agents are logged in and out of their queues.
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Agents can view their own login/logout status and log themselves in and out of their queues. Managers can also log agents in and out with a click of the mouse.
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HUD provides your employees the ability to record their own calls with the press of a button. Call recordings capture agent name, agent extension, date, time, and file size. HUD also comes with an extensive permission system that lets you decide exactly who can record their own calls and who is allowed to record others’ calls. HUD is critical for quality control within your call center!
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HUD gives supervisors the ability to actively listen to or passively monitor any inbound or outbound call. HUD also comes with an extensive permission system, so you can grant a specific group the ability to barge/monitor another specific group.
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[+] CRM Integration
Initiate a web search or CRM lookup based on caller’s Caller ID and know all about the caller before you pick up the phone. When you have PBXtra Unified Agent Edition, you will even be alerted of the deal size before you pick up!
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All Chats can now be logged by your HUD server.
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The Queue Summary component shows a list of all queues on your server. You will have access to at-your-fingertips data such as number of calls holding, abandon rate, completion rate, number of agents on queue calls, number of agents logged in, and total number of agents belonging to the queue. Managers will also be able to view and poach holding calls.
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The Queue Detail component provides you a more detailed perspective on an individual queue. You will have access to real-time stats such as: abandon volume, abandon rate, complete volume, complete rate, and estimated hold time. The all-new agent view will show you a dynamically sorted list of the agents in that queue giving managers the ability to record, barge, or log agents in/out of the queue directly from this screen. Managers will also be able to view and poach holding calls.
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Never abandon another queue call! After the queue has rung all available agents once, a "No one is answering this call" Desktop Alert appears on all participating managers or agent desktops visually alerting them that a caller is holding. This alert will display the holding time of the call that is not being answered.
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Be proactive by receiving abandoned call alerts in real-time. When a queue call is abandoned participating mangers or agents will receive a Desktop Alert informing them of such.
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Managers now have the ability to send out broadcast messages to their agents. Get them to work harder or give them the day off, the power now rests in your click finger.
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Users have the ability to reset queue stats, either from the Queue Summary component or the Queue Detail component.
Outlook Integration
